It’s Time for Seamless Mobile Customer Service
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
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GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
Eptica
NOVEMBER 30, 2016
Date: Wednesday, November 30, 2016 The push for mobile customer service. The rise of mobile is driving customer service change in five key ways: 1. Published on: November 30, 2016. Omnipresence We have our phone with us all the time – and get worried and stressed if we leave the house without it.
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Uniphore
SEPTEMBER 11, 2017
The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
Joe Rawlinson
APRIL 25, 2018
In order to keep customers returning and keep that competitive edge, businesses have to use the latest software to deliver profound care. Stay with us, as we go through a list of 7 tools for providing better customer service support. Live support chat tool provides amazing opportunities for your customer support agents.
Think Customers
MARCH 11, 2015
However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Customer Experience Customer Service Mobile Marketing customer experience customer service customer support mobile apps mobile customer service travel'
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
Brad Cleveland Blog
DECEMBER 22, 2015
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Brad Cleveland Blog
MARCH 6, 2013
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.
Tricia Morris
MAY 18, 2015
Customers are changing the game when it comes to customer service, by changing the channels they use most. While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. 43% don’t ever review assisted service processes.
Tricia Morris
FEBRUARY 19, 2016
Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.
Eptica
JUNE 3, 2016
Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.
Brad Cleveland Blog
APRIL 23, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.
Brad Cleveland Blog
APRIL 23, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
Brad Cleveland Blog
APRIL 4, 2014
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.
Eptica
AUGUST 5, 2016
Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Published on: August 19, 2016.
CSM Magazine
NOVEMBER 17, 2020
Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. In the age of digitalization, loyalty is fleeting – Consumer demands are constantly evolving, and 2020 has seen a reinvigorated demand for digital and mobile experiences.
ShepHyken
NOVEMBER 4, 2016
This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.
Natalie Petouhof
FEBRUARY 22, 2016
Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. This will advancing mobile self-service and engagement. Verint ® Systems Inc.
Bold360
APRIL 20, 2016
s important for businesses to cater to every aspect of a customer?s s mobile experience. From adopting mobile marketing strategies to optimizing your website for mobile use to streamlining mobile customer service, there are a lot of ways to offer customer support and enhance customer service through mobile solutions.
Customers That Stick
NOVEMBER 10, 2014
Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging. Customer Service – Which Comes First – the Customer or Your Staff?
Michelli Experience
DECEMBER 6, 2016
Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator.
Natalie Petouhof
MAY 27, 2016
The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. How to Measure Customer Experience: Performance Management Maturity-Upcoming. ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.
Kayako
SEPTEMBER 20, 2018
To deliver a great customer experience, you must be willing to invest in training and this should not be restricted to customer service teams alone. Create a Customer Service Coaching Plan . Do Not Neglect Mobile Customer Service .
Natalie Petouhof
FEBRUARY 2, 2016
Mobile customer service is very important, as more and more customers are using their mobile devices. Getting help on a mobile device can be very frustrated and companies need to evaluate their ability to service their customers on this very important device / channel.
Calabrio
JANUARY 19, 2017
In 2017, the application and importance of analytics will continue to increase, and companies will use contact center analytics to gather information about employees, not just customers. Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers.
ProProfs Chat
MAY 6, 2020
Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! Better customer experiences can also help you improve employee satisfaction hassle-free.
CSM Magazine
DECEMBER 2, 2015
billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. Despite record UK sales of £1.1
Brad Cleveland Blog
FEBRUARY 24, 2015
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
Brad Cleveland Blog
FEBRUARY 24, 2015
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
Brad Cleveland Blog
JANUARY 3, 2014
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.
Brad Cleveland Blog
JANUARY 3, 2014
As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.
Win the Customer
JUNE 5, 2017
But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Keep your mobile team highly engaged with ongoing virtual meetings.
ShepHyken
DECEMBER 19, 2016
Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. Here are my top five picks from last week. Follow on Twitter: @Hyken.
GetFeedback
MAY 9, 2018
This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. With mobile purchases on the rise, excellent mobile customer service is becoming more important.
Brad Cleveland Blog
JANUARY 8, 2020
GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …
SmartKarrot
FEBRUARY 16, 2022
Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? 50% of the consumers in the U.S.
Brad Cleveland Blog
JANUARY 8, 2020
GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …
Brad Cleveland Blog
APRIL 30, 2015
Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.
Brad Cleveland Blog
APRIL 30, 2015
Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Don’t dither getting there. But by all means, ensure they are ready for prime time.
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